Aftercare Coordinator

Incommunities; Pennsylvania; On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Social Housing Pension Scheme with 10%

28 days annual leave + bank holidays

Cycle to work scheme

Mental Health First Aiders

Job summary

Incommunities in Bradford is seeking an Aftercare Coordinator to manage post-occupancy support for new-build homes. You will guide customers through the aftercare journey, coordinate inspections, and resolve issues with clear, timely communication.

The role requires NHBC warranties knowledge, strong customer service, and the ability to manage contractor meetings, visits, and records. Based in BD17, with 2 office days and a full UK driving licence preferred.

Qualifications

• Experience of working in a similar role within customer care, preferably in housing.
• Working knowledge of NHBC warranties.
• Customer focused with a track record of providing excellent customer service.
• Excellent relationship building skills and ability to communicate with all levels internally and externally.
• Ability to use own initiative and to think ahead to forecast future issues.
• Ability to multitask and remain calm under pressure while maintaining professionalism.
• Good working knowledge of Microsoft Office packages (Excel, Word, PowerPoint).
• 2 days in the office (BD17 7BN).
• Working hours: 8.30am–5.00pm Mon-Thu / 8.30-4.30 Fri.
• Full UK driving licence and access to a vehicle (desirable).
• Right to work in the UK – Visa sponsorship not available.

Responsibilities

• Be the first point of contact for customers post-occupancy, guide them through the Aftercare process, answer questions, and resolve issues with their new home.
• Build and maintain strong relationships with internal and external stakeholders.
• Attend regular contractor meetings to ensure progress on outstanding issues.
• Visit customers at their home to assess issues that need further investigation.
• Seek customer feedback to continually improve services and manage expectations.
• Produce and monitor weekly reports to ensure accurate and timely completion of tasks.
• Maintain records of all issues raised and track progress until resolution.
• Knowledge of New Build warranties to deal with issues correctly.
• Ensure customers understand and adhere to Aftercare service procedures.
• Identify defect patterns to prevent reoccurrence.

Skills

Customer care experience

NHBC warranties knowledge

Customer service excellence

Relationship building

Communication skills

Initiative and forward planning

Multitasking under pressure

MS Office proficiency

Job description

We are recruiting an experienced Aftercare Coordinator to deliver exceptional post-occupancy support to our new-build homes customers. You will oversee all aspects of the aftercare process, from coordinating inspections and remedial works to resolving customer issues efficiently and ensuring clear, timely communication at every stage.

The ideal candidate will have extensive knowledge of NHBC warranties and standards, a strong understanding of new-build aftercare procedures and a commitment to delivering outstanding customer service.

If you have interviewed for an Aftercare Coordinator role at Incommunities in the last 6 months, you need not re-apply.

About us

We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.

In 2024 we’ve launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we’ve worked with colleagues and customers to find out what’s important to them. Our customers sit at the heart of what we do, and our colleagues are the people who’ll help us achieve our vision, which is to create the best customer experience to improve everyday lives.

Duties include:

• Be the first point of contact for customers post-occupancy, guide them through the Aftercare process, answer questions, and resolve issues with their new home.
• Build and maintain strong relationships with internal and external stakeholders.
• Attend regular contractor meetings to ensure progress on outstanding issues.
• Visit customers at their home to assess issues that need further investigation.
• Seek customer feedback to continually improve services and manage expectations.
• Produce and monitor weekly reports to ensure accurate and timely completion of tasks.
• Maintain records of all issues raised and track progress until resolution.
• Knowledge of New Build warranties to deal with issues correctly.
• Ensure customers understand and adhere to Aftercare service procedures.
• Identify defect patterns to prevent reoccurrence.

• Experience of working in a similar role within customer care - preferably in the housing sector.
• Working knowledge of NHBC warranties.
• Customer focused with a track record of providing an excellent customer service.
• Excellent relationship building skills and an ability to communicate effectively with all levels internally and externally.
• Ability to use own initiative and to think ahead to forecast future issues.
• Ability to multitask and remain calm under pressure whilst maintaining high standards of professionalism.
• Good working knowledge of Microsoft Office packages e.g., Excel, Word, PowerPoint.
• 2 days in the office (BD17 7BN)
• 8.30am – 5.00pm Mon-Thursday / 8.30-4.30 on a Friday
• Full UK driving licence and access to a vehicle (desirable)
• Right to work in the UK - Visa sponsorship is not available.

• Salary from £33,646 up-to £37,498 per year depending on experience
• Social Housing Pension Scheme with up-to 10% employer contribution
• 28 days annual leave that increases with service plus bank holidays
• Option to buy and sell annual leave
• Training, development, and qualification opportunities
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
• Corporate health scheme membership
• Access to an Employee Assistance Programme
• Cycle to work scheme
• Local gym membership discounts.
• A team of trained Mental Health First Aiders who are available for colleagues to contact for support

Join Our Team!

We’re looking for great people to join us! AtIncommunities, we’re committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know thatdiverse perspectives make us stronger.

Based inBradford, a city known for its rich cultural diversity, we servevibrant communities. As a social housing provider, we’re passionate about making a real difference by providingsafe, affordable homesandimproving lives.

Our recruitment process is designed tosupport you every step of the way. If you need any adjustments or assistance, just let us know.

We’re proud to be aMindful Employer, committed to mental health and wellbeing. We also hold the‘Committed’ Menopause Friendly Accreditation, recognising the importance of support in the workplace.